Unhappy customer

Good day

We had a car accident on the 23th March on which the claim was lodged at Momentum the same day. After their assessment they have advised that the vehicle will be write-off and we have provided them with the Natis and Settlement letter on the 29th March. Now we are experiencing difficulties with Momentum to process the claim as the assessment letter was issued for an older model (2006) than the model insured (2007) and the vehicle is currently at a panelbeater and not in their yard to process the claim further.

We want to purchase a new vehicle, however we have to provide an “agreement of loss”- letter to the bank before the finance can be granted. According to Momentum they have to settle the claim first to issue an “agreement of loss”- letter to us. Momentum advised that we can only expect this letter in 2 weeks time - this means we going to miss this deal.

Is it fair to be treated this way when we never missed premiums before and want to purchase a new vehicle to continue with our life?